For as much as you hear customer service horror stories, according to an August 2018 survey by call center tech provider Genesys, 94% of US internet users considered their last customer service experience to be positive.
Additionally, three-fourths thought that a human provides the best customer service, though roughly the same number (76%) would like to have digital options, too. Only 12.5% said they hated chatbots, though that leaves plenty of room for so-so feelings or indifference.
A 2018 CGS survey of US and UK adults discovered slightly different preferences—specifically, that customer service callers would prefer to bypass a human. But, given the option, they would take a human over a chatbot. Chatbots were perceived as generally unhelpful and unable to handle complex queries.
Whether dealing with a live person or a chatbot, no one seeking help wants to repeat themselves over and over. Getting issues resolved in one interaction is the ideal customer experience. And another major concern is how knowledgeable agents are. According to a recent study by customer interaction intelligence firm CallMiner, 62% of the US adults surveyed felt that call center staff should be aware of their service history in order to provide quality assistance.
Customer service, bad or good, has real-world implications. Close to three-fourths of consumers have bought or always buy based on a retailer's customer service reputation, according to Genesys.